Customer Service Policy
Providing Goods, Services and Facilities to People With Disabilities
The purpose of this document is to set forth the policy of Manifest Climate (“Manifest Climate”) regarding the provision of goods, services, and facilities to people with disabilities, in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity.
“Assistive Devices” means any auxiliary aids, such as communication aids, cognition aids, personal mobility aids and medical aids, that are designed or adapted to assist people with disabilities to perform actions, tasks, and activities.
“Disability” means the corresponding definitions in section 2 of the Accessibility for Ontarians with Disabilities Act, 2005 and section 10(1) of the Ontario Human Rights Code, which include the followings impairments, conditions, and disorders:
(a) any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device,
(b) a condition of mental impairment or a developmental disability,
(c) a learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language,
(d) a mental disorder, or
(e) an injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
“Service Animal” means:
(a) any animal that is used by a person with a disability for reasons relating to his or her disability, or
(b) if it is not readily apparent that the animal satisfies (a), any animal for which a person with a disability provides a letter from a physician, nurse, or other applicable regulated health professional confirming that the person requires the animal for reasons relating to his or her disability.
“Support Person” means any person, whether a paid professional, volunteer, family member, friend or otherwise, who accompanies a person with a disability in order to assist the person with a disability with communication, mobility, personal care, medical needs or accessing goods, services or facilities.
Manifest Climate strives at all times to provide its goods, services and facilities in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our goods, services and facilities and allowing them to benefit from the same goods, services, and facilities, in the same place and in a similar way as other customers.
This policy applies to all staff and volunteers of Manifest Climate and its affiliates and subsidiaries, and all other individuals that deal with members of the public or other third parties in Ontario on behalf of Manifest Climate.
4. PROVIDING GOODS, SERVICES AND FACILITIES TO PEOPLE WITH DISABILITIES
Manifest Climate is committed to excellence in serving all customers (which includes the employees of customers) including people with disabilities and we will carry out its functions and responsibilities in the following areas:
We will communicate with people with disabilities in ways that take into account their disability.
We will ensure that all individuals who communicate with members of the public or other third parties in Ontario on behalf of Manifest Climate are trained on how to interact and communicate with people with various types of disabilities.
4.2 Telephone Services
We are committed to providing accessible telephone services to our customers. We will ensure that all individuals who communicate over the telephone with members of the public or other third parties in Ontario on behalf of Manifest Climate are trained to communicate in clear and plain language and to speak clearly and slowly.
We will offer to communicate with members of the public or other third parties in Ontario by email or mail if telephone communication is not suitable to their communication needs or is not available. We will also strive to accommodate the needs of individuals who prefer to communicate with us in another format.
4.3 Assistive devices
We are committed to serving people with disabilities who use assistive devices to obtain, use or benefit from our goods, services, and facilities. We will ensure that all individuals who deal with members of the public or other third parties in Ontario on behalf of Manifest Climate are trained and familiar with various assistive devices that may be used by people with disabilities while accessing our goods, services, and facilities.
It is our policy to allow individuals to use their personal assistive devices, including, but not limited to, wheelchairs, walkers, white canes, oxygen tanks, portable chalk boards and electronic communication devices, to access our goods, services, and facilities.
We will also strive to offer alternative service methods to people with disabilities, such as assistance by an employee to complete a transaction and delivery of goods, services, and facilities in another location. If customers desire alternate service methods, please direct their inquiry to the Account Manager handling the customer’s account.
We are committed to providing accessible receipts and invoices to all of our customers. For this reason, invoices will be provided in the following formats upon request: hard copy, large print, and email/electronic. We will also strive to accommodate customers that request invoices in formats that are not previously mentioned.
5. USE OF SERVICE ANIMALS AND SUPPORT PERSONS
We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties, except for those premises where the animal is otherwise excluded by law in which case we will ensure that other measures are available to enable the person with a disability to access our goods, services and facilities. We will also ensure that all staff, volunteers, and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.
We are committed to welcoming people with disabilities who are accompanied by a support person. Any person with a disability who is accompanied by a support person will be allowed to enter our premises with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
6. NOTICE OF TEMPORARY DISRUPTION
In the event of any planned, temporary, or unexpected disruptions to facilities or services that individuals with disabilities rely on to access or use Manifest Climate’s services, reasonable efforts will be made to provide advance notice. In some circumstances such as in the situation of unplanned temporary disruptions, advance notice may not be possible. This notice will include information about the facility or service that has been disrupted, the reason for the disruption, its anticipated duration, and a description of alternative facilities or services if available.
The notice will be placed at all public entrances on our premises in Ontario.
7. TRAINING FOR STAFF
We will ensure that all employees and volunteers, and others who deal with the public or other third parties in Ontario on our behalf, and all those who are involved in the development and approvals of customer service policies, practices, and procedures, receive the training required by the Customer Service Standards under Part IV.2 of the Integrated Accessibility Standards.
This training will be provided as soon as practicable after staff commence their duties.
Training will include the following:
- The purpose of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the customer service standard
- How to interact and communicate with people of various types of disabilities
- How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
- How to use any assistive devices that Manifest Climate makes available on its premises or otherwise to assist with the provision of goods, services, and facilities to people with disabilities.
- What to do if a person with a disability is having difficulty in accessing Manifest Climate’s goods, services, and facilities
- Manifest Climate’s policies, practices and procedures relating to the customer service standard.
Applicable staff will be trained on policies, practices and procedures that affect the way goods and services are provided to people with disabilities. Staff will also be trained on an ongoing basis when changes are made to these policies, practices and procedures.
8. FEEDBACK PROCESS
The ultimate goal of Manifest Climate is to meet the expectations of people with disabilities who seek to access Manifest Climate’s good, services and facilities. Comments on our services or facilities regarding how well those expectations are being met are welcome and appreciated.
Feedback regarding the way Manifest Climate provides goods, services, and facilities to individuals with disabilities can be made by telephone, email, in writing or by submitting an audio recording or electronic text on diskette or other media to:
Manifest Climate Accessibility Team
We will also strive to accommodate the needs of people with disabilities who prefer to provide feedback in another format or by different means than those listed above.
Each situation will be assessed on a case-by-case basis and Manifest Climate will take appropriate measures, if warranted, in the circumstances.
9. MODIFICATIONS TO THIS OR OTHER POLICIES
We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities. Any policy of Manifest Climate that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.
10. QUESTIONS ABOUT THIS POLICY
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by, or referred to, Manifest Climate care of Manifest Climate Accessibility Team at the address identified above.
11. Requesting Documents in Accessible Formats
This policy and other documents referred to in this policy are available in multiple accessible formats upon request. The accessible formats include: hard copy, large print, email/electronic, and fax. We will also strive to accommodate customers that request invoices in formats that are not previously mentioned.